Steven Gray
Tomball,TX
Summary
Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Overview
20
20
years of professional experience
Work History
Net Engineering Contractor
Visium Resources Inc
08.2021 - Current
- Worked on Spectralink Upgrade
- replaced network Switches and Cables from Brocade to Aruba for Network Upgrade
- Replaced desk phones with new Cisco Desk phones
- Upgraded and loaded Configurations on new Aruba Switches.
Merchandise Supplier Team
Lowes Home Improvement Stores
03.2021 - 08.2021
- Assisted in gathering and moving materials and equipment for assigned displays.
- Printed labels and tags for for-sale merchandise.
- Stocked shelves with merchandise
- Made sure shelves were clean and displays are presentable
Supervisor
CWT
01.2012 - 12.2020
- Process Monthly reports for clients.
- Monitor Agents to assure Quality Customer Service.
- Manage 9 different accounts totaling 29 employees.
- Assist customer service team with complaints and Debit Memos.
Corporate Travel Counselor
CWT
01.2009 - 01.2012
- Book and ticket International and domestic travel.
- Insure lowest rates are offered.
- Monitor reservations to guarantee ticketing time limits are met.
- Assist with reconciling car and hotel billing.
Operations Coordinator
CWT
01.2008 - 01.2009
- Monitor Call and task Volumes.
- Adjust Counselors to maintain client specified requirements.
- Manage Counselors work schedules.
- Schedule Counselor meetings while maintaining call volumes.
- Ran daily, weekly and monthly reports and schedules.
Concierge Travel Counselor
CWT
01.2005 - 01.2008
- Book and ticket international and domestic travel.
- Work emails sent to the concierge in box.
- Check on upgrades and preferred seating.
- Set up tasks to follow up on bookings to guarantee quality.
Education
No Degree - Computer Aided Design Drafting
Cameron University
Lawton, OKDuncan High School
Duncan05.1988
Skills
- Working knowledge of Cisco Call Manager
- SMACM
- SecureCRT knowledge
- Quality assurance control
- Providing customer support
- Technical troubleshooting
- Communicating with clients
- Goal-oriented
- Issue and conflict resolution
Accomplishments
Worked on an implementation team for Leave Without Pay Initiative to save over $100,000.
Timeline
Net Engineering Contractor
Visium Resources Inc
08.2021 - Current
Merchandise Supplier Team
Lowes Home Improvement Stores
03.2021 - 08.2021
Supervisor
CWT
01.2012 - 12.2020
Corporate Travel Counselor
CWT
01.2009 - 01.2012
Operations Coordinator
CWT
01.2008 - 01.2009
Concierge Travel Counselor
CWT
01.2005 - 01.2008
No Degree - Computer Aided Design Drafting
Cameron University
Duncan High School
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